4 articles

Author: lucciz01

support/dynamics-365/customer-service/core-service-scheduling/book-button-not-available-for-service-activity.md

@@ -0,0 +1,45 @@
+---
+title: Service Activity Not Visible and Missing Book Button
+description: Solves an issue where the Book button isn't available for service activities and service activities don't appear under Unscheduled Service Activities in Microsoft Dynamics 365 Customer Service.
+ms.reviewer: ghoshsoham
+author: Yerragovula
+ms.author: srreddy
+ai-usage: ai-assisted
+ms.date: 04/17/2025
+ms.custom: sap:Core Service Scheduling, DFM
+---
+# Book button isn't available for service activity and Unscheduled Service Activities doesn't show service activities
+
+This article provides guidance on resolving the issue where the **Book** button isn't available for service activities, and service activities don't appear under the **Unscheduled Service Activities** view in the [schedule board](dynamics365/customer-service/use/use-schedule-board-configure-service-activity)  in Dynamics 365 Customer Service.
+
+## Symptoms
+
+You might encounter the following issues in Dynamics 365 Customer Service:
+
+- The **Book** button is missing for service activities.
+- Service activities aren't visible under the **Unscheduled Service Activities** view in the schedule board.
+
+## Cause
+
+This issue may occur due to one of the following reasons:
+
+- The entity isn't enabled in the **Resource Scheduling** settings.
+- Post-import code didn't execute properly for service scheduling upon import. This code is essential for enabling service appointments for scheduling and establishing additional relationships.
+
+## Resolution
+
+To resolve the issue,
+
+1. Open the **Resource Scheduling** app in Dynamics 365.
+2. Select **Settings** in the navigation area.
+3. Select **Administration** from the site map.
+4. Select **Enable Resource Scheduling for Entities**.
+5. Verify if the relevant [entity](/dynamics365/customer-service/administer/scheduling.entities#understand-scheduling-entities) is enabled. If it isn't enabled,
+
+    1. Enable the entity.
+    2. Publish the changes.
+
+If the issue persists, it may be caused by post-import code not executing properly. To solve this issue:
+
+1. Check for available updates for the Dynamics 365 Service Scheduling solution.
+2. Apply the updates as per the instructions provided. For more information, see [Manage Dynamics 365 apps that run on Microsoft Dataverse](/power-platform/admin/manage-apps).

support/dynamics-365/customer-service/customer-service-admin-center/cant-install-dynamics-365-customer-service-apps-in-existing-environment.md

@@ -0,0 +1,64 @@
+---
+title: Can't Install Customer Service Apps In Existing Environment
+description: Solves an issue where users can't install Dynamics 365 Customer Service applications in an existing Power Platform environment.
+ms.reviewer: ghoshsoham
+author: Yerragovula
+ms.author: srreddy
+ai-usage: ai-assisted
+ms.date: 04/17/2025
+ms.custom: sap:Core Service Scheduling, DFM
+---
+# Can't install Dynamics 365 Customer Service applications in an existing Power Platform environment
+
+This article provides guidance for users encountering issues while trying to install Dynamics 365 Customer Service applications, such as the Customer Service workspace and Customer Service admin center model-driven apps, in an existing Power Platform environment.
+
+## Symptoms
+
+Users can't install Dynamics 365 Customer Service applications in an existing Power Platform environment, such as the [Customer Service workspace](/dynamics365/customer-service/implement/csw-overview?tabs=customerserviceadmincenter) and the [Copilot Service admin center (previously known as Customer Service admin center)](/dynamics365/customer-service/implement/cs-admin-center) model-driven applications.
+
+This issue occurs due to one or more of the following reasons:
+
+## Cause 1: The environment is Dataverse-only
+
+- The environment is created as a Dataverse-only environment without enabling Dynamics 365 apps.
+- Dynamics 365 applications, such as Customer Service workspace, require the environment to be created with the **Enable Dynamics 365 apps** option selected during the environment setup.
+- The **Enable Dynamics 365 apps** option allows the environment to host first-party applications such as Dynamics 365 Sales, Dynamics 365 Customer Service, and Dynamics 365 Marketing.
+
+### Resolution
+
+1. Navigate to the [Power Platform admin center](https://admin.powerplatform.microsoft.com/).
+2. Select the environment where you are trying to install the applications.
+3. Go to **Settings** > **Overview**, verify whether the environment is listed as **Dataverse-only** or if Dynamics 365 apps are enabled.
+
+## Cause 2: Missing or incorrect licensing
+
+Users trying to install or access Dynamics 365 applications must have the appropriate license assigned. For more information, see [Customer Service Pricing](/dynamics-365/products/customer-service/pricing).
+
+### Resolution
+
+1. Go to the [Microsoft 365 admin center](https://admin.microsoft.com/).
+2. Select **Users** > **Active users**.
+3. Locate and select the user who needs access to the Customer Service applications.
+4. Select **Licenses and apps**, and ensure the user has one of the following licenses assigned:
+
+    - Customer Service Professional
+    - Customer Service Enterprise
+    - Customer Service Premium
+
+5. Save the changes.
+
+## More information
+
+If the current environment isn't configured to support Dynamics 365 applications, follow these steps to create a new environment:
+
+1. Navigate to the [Power Platform admin center](https://admin.powerplatform.microsoft.com/).
+2. Select **+ New environment**.
+3. Provide a name and select a region for the new environment.
+4. Under **Type**, select **Production** or **Sandbox** as required.
+5. Enable Dataverse by selecting the appropriate box.
+6. Enable Dynamics 365 apps by selecting the **Enable Dynamics 365 apps** checkbox.
+7. Select **Save** and wait for the provisioning process to complete.
+
+Once the environment is successfully set up, the [Customer Service Hub](/dynamics365/customer-service/implement/customer-service-hub-user-guide-basics) and Copilot Service admin center applications will be available in the app list for users with the appropriate licenses.
+
+For more detailed guidance on creating and managing environments, see [Create and manage environments in the Power Platform admin center](https://learn.microsoft.com/en-us/power-platform/admin/create-environment).

support/dynamics-365/customer-service/omnichannel-for-customer-service/agents-dont-receive-desktop-notifications-for-new-messages.md

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+---
+title: Agents Don't Receive Desktop Notifications For New Messages
+description: Solves an issue where agents don't receive desktop notifications for new session messages when the browser isn't active in Microsoft Dynamics 365 Contact Center and Dynamics 365 Customer Service.
+author: Yerragovula
+ms.author: srreddy
+ms.reviewer: courtser
+ai-usage: ai-assisted
+ms.date: 04/17/2025
+ms.custom: sap:Live chat Widget (LCW), DFM
+---
+# Agents don't receive desktop notifications for new session messages when the browser isn't active
+
+This article addresses an issue where agents don't receive notifications for newly assigned session messages when their browser page isn't actively viewed in Dynamics 365 Contact Center and Dynamics 365 Customer Service.
+
+## Symptoms
+
+Agents don't receive [notifications](/dynamics365/customer-service/administer/notification-templates#desktop-notifications) for new session messages when the browser is running in the background.
+
+## Cause
+
+This issue occurs because the system is configured to use default notification templates, which don't support desktop notifications when the application isn't actively in use.
+
+## Resolution
+
+To resolve this issue and enable desktop notifications for agents when the browser isn't active, follow these steps:
+
+1. Create a new notification template:
+
+    - Navigate to the [notification settings](/dynamics365/customer-service/administer/notification-templates#create-a-notification-template) in the Dynamics 365 environment.
+    - Create a notification template named "When app is in the background."
+    - Enable the **Show Desktop Notification** setting for this template.
+
+    For more information, see [Use notifications in Dynamics 365 Customer Service](/dynamics365/customer-service/use/oc-notifications).
+
+2. Associate the newly created notification template with the appropriate workstream:
+
+    - Identify the workstream(s) that require the new notification template.
+    - Associate the "When app is in the background" notification template with the relevant workstream(s).
+
+    For step-by-step guidance, see [Associate notification templates with workstreams](/dynamics365/customer-service/administer/associate-templates).

support/dynamics-365/customer-service/queues/queue-email-address-not-resolving-correctly.md

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+---
+title: Queue Email Address is Unresolved or Unrecognized In the To Field
+description: Solves an issue where emails sent to a queue show the queue email address as unresolved or unrecognized in the To field in Microsoft Dynamics 365.
+author: Yerragovula
+ms.author: srreddy
+ms.reviewer: courtser
+ai-usage: ai-assisted
+ms.date: 04/17/2025
+ms.custom: sap:Queues, DFM
+---
+# Queue email address isn't resolved correctly in Dynamics 365
+
+This article addresses an issue where emails sent to a queue show the queue email address as unresolved or unrecognized in the **To** field in Dynamics 365.
+
+## Symptoms
+
+When emails are sent to a [queue](/dynamics365/customer-service/administer/set-up-queues-manage-activities-cases) in Dynamics 365, the queue email address appears as unresolved or unrecognized in the **To** field within Dynamics 365. However, the system still processes the email and generates cases as expected.
+
+## Cause
+
+This issue occurs when multiple records within Dynamics 365 share the same email address. The system identifies multiple matches and may randomly resolve one of them. As a result, the email address appears as unresolved or unrecognized.
+
+## Resolution
+
+To resolve this issue, follow these steps:
+
+1. Use the following [Open Data Protocol (OData) query](/power-apps/developer/data-platform/webapi/query/overview) to find duplicate email addresses in the system. This query will return all records (queues, accounts, contacts, leads, or custom records) that share the same email address.
+
+    `https://contoso.api.crm.dynamics.com/api/data/v9.1/emailsearches?$filter=emailaddress eq '[email protected]'`
+
+   > [!NOTE]
+   > Replace the organization URL and email address in the query to fit your environment.
+
+2. Remove or update duplicate email addresses:
+
+   1. Change the email addresses on duplicate records to ensure each email address is unique across all records.
+
+   2. After updating the email addresses, verify the query results to ensure duplicates no longer appear.
+
+      If duplicates persist in the query results, there may be a delay in the email search table refresh. Currently, there's no method to force an immediate refresh of the email search table.
+
+3. Adjust Dynamics 365 system settings:
+
+    1. Navigate to **Advanced Settings** > **Settings** > **Administration** > **Email** in Dynamics 365.
+    2. Locate the **Set To, cc, bcc fields as unresolved values if multiple matches are found in Incoming Emails** setting.
+    3. Set the setting to **No** to ensure the system correctly resolves email addresses when there's only one matching record.
+
+   > [!IMPORTANT]
+   > If the setting is set to **Yes**, the system won't resolve email addresses that have multiple matches. These email addresses will appear marked in red, requiring you to manually resolve them to a specific record.

support/dynamics-365/customer-service/toc.yml

@@ -16,6 +16,14 @@
   items:
     - name: Troubleshoot issues using Solution Health Hub
       href: customer-service-insights/troubleshoot-cs-oc-solution-health.md 
+- name: Core Service Scheduling
+  items:
+    - name: Service activity not visible and missing the Book button
+      href: core-service-scheduling/book-button-not-available-for-service-activity.md
+- name: Customer Service Admin Center (CSAC)
+  items:
+    - name: Can't install applications in an existing environment
+      href: customer-service-admin-center/cant-install-dynamics-365-customer-service-apps-in-existing-environment.md
 - name: Email
   items: 
     - name: '"Case is missing customer" error'
@@ -47,7 +55,9 @@
 - name: Queues
   items:  
     - name: Personal view queue filters aren't working properly
-      href: queues/queue-filter-error.md                  
+      href: queues/queue-filter-error.md 
+    - name: Queue email address isn't resolved correctly
+      href: queues/queue-email-address-not-resolving-correctly.md               
 - name: Service Level Agreements (SLAs)
   items:
     - name: Import, export, or upgrade SLA
@@ -176,6 +186,8 @@
           href: omnichannel-for-customer-service/error-create-chat-widget-social-channel.md
     - name: Live Chat Widget (LCW)
       items:
+        - name: Agents don't receive desktop notifications for new session messages
+          href: omnichannel-for-customer-service/agents-dont-receive-desktop-notifications-for-new-messages.md
         - name: Chat widget icon doesn't load on portal
           href: omnichannel-for-customer-service/chat-widget-icon-does-not-load-portal.md
         - name: Chat widget doesn't load on the portal